Suganya Selvaraj
Senior Customer Support Associate
Bangalore
Summary
Seeking an opportunity in the finance and banking sector to develop expertise and grow professionally in a dynamic environment.
Overview
10
10
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Support
Accenture Services Private Limited
04.2023 - 08.2025
- Handle customer calls related to TV and broadband issues, troubleshooting, and resolving technical problems.
- Assist customers in understanding and resolving billing concerns, including high charges, and discrepancies.
- Provide clear and efficient support to ensure customer satisfaction and service continuity.
- Guide customers through troubleshooting steps for hardware and connectivity issues.
- Escalate complex technical or billing issues to the appropriate teams when necessary.
- Maintain an accurate record of customer interactions and resolutions.
Technical Customer Support Associate
Amazon Web Services
09.2020 - 04.2023
- Responsible for customer-oriented services to Amazon AWS clients.
- Managed customer billing queries related to AWS accounts, invoices, refunds, and payment methods.
- Investigating billing disputes, identifying root causes, and providing accurate solutions within SLA.
- Guided customers on billing dashboards and usage breakdowns.
- Coordinated with internal teams to resolve complex billing issues, and ensured a seamless customer experience.
- Handled customer verification processes in accordance with internal compliance requirements.
- Processed KYC documentation (ID proofs, address verification) to validate customer identity and account ownership.
- Collaborated with the compliance team to manage escalations and verify high-risk accounts.
- Handled international customer calls and acted as a point of contact on the client’s behalf to resolve complex queries efficiently.
- Driving projects, training, and SOP (Standards of Procedures) updating to improve support-related processes.
- Trained new joiners when there was a requirement.
- Responsible for managing queues, allocating work, and creating customer rating reports.
Senior Process Associate - Market Research
Dun and Bradstreet
12.2016 - 06.2018
- Conducted primary and secondary research by initiating calls with CEOs and board members of Fortune 500 companies.
- Creating business information reports, analyzing, and updating them in the D&B database..
- Prepare a report on corporate entities, and analyze their operating and financial performance.
E-Commerce Executive
Consolidated Premium Retailers
09.2015 - 09.2016
- Tracking the status of customers' purchases and purchase returns from Amazon, Flipkart, Snapdeal, and Paytm.
- Managed inbound and outbound customer interactions, including follow-up calls regarding purchases and return processes.
- Managed end-to-end processing of sales returns and reimbursement claims for the store (Apple Premium Resellers).
- Updated and maintained accurate inventory records in SAP, ensuring timely stock adjustments and zero discrepancies.
- Collaborated with retailers and internal teams to verify return reasons, resolve discrepancies, and maintain updated records.
Education
B. Com - E-Commerce
PSG College
Coimbatore01.2012
Higher Secondary School - undefined
GRG Matriculation Higher Secondary School
Coimbatore01.2009
Skills
- Sound knowledge on Microsoft tools like Excel, PowerPoint, and Word
- Experience working at ease in D&B database, Outlook
- Customer Identity and Address Validation
- Account and Subscription Management
- Escalation Handling
- Process Improvement and SOP Updating
- International Customer Support
- Attention to Detail
- Problem-Solving & Critical Thinking
Certification
Successfully completed certificated Research Expert (CRE) certification from IIPMR, USA
Accomplishments
- Customer Obsession Award: Going an extra mile and solving customers’ queries by enhancing and improving customer experience
- Received multiple appreciations from client and management for effectively handing queries and escalations
- Won vouchers for the best performance.
- Active member of people’s committee with the responsibility toward people engagement coordination and good work events
ACKNOWLEDGEMENT
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
Timeline
Customer Support
Accenture Services Private Limited
04.2023 - 08.2025
Technical Customer Support Associate
Amazon Web Services
09.2020 - 04.2023
Senior Process Associate - Market Research
Dun and Bradstreet
12.2016 - 06.2018
E-Commerce Executive
Consolidated Premium Retailers
09.2015 - 09.2016
Higher Secondary School - undefined
GRG Matriculation Higher Secondary School
B. Com - E-Commerce
PSG College